Strategies for Effective Book of Business Management
In the dynamic world of a Customer Success (CS) professional, the daily grind is often a delicate balance between responding to immediate customer needs and strategically shaping the long-term success of your book of business (BoB). It is an intricate dance that, if not approached with intentionality, can easily tip toward the reactive side. The allure of addressing urgent customer issues, troubleshooting concerns, managing day-to-day tasks, and managing the perception of being responsive can be overwhelming, subtly diverting attention from proactive initiatives.
The ease with which a CS professional can get sidetracked by reactive activities is rooted in the immediacy and visibility of these tasks. The urgency of addressing customer concerns and putting out fires can create a sense of accomplishment, providing tangible and instant results. It is a natural human instinct to gravitate toward tasks that provide immediate validation...
